Service Desk Analyst

Job Description

Job Description

Description:

Overall Responsibility

Provides responsive, security-conscious technical support for Arora’s growing, distributed enterprise environment. Supports end users, endpoints, Microsoft 365 services, identity and access, network connectivity, business applications, and related cloud services, with the goal of maintaining reliable, secure, and productive technology services in support of Company objectives.

Essential Functions

• Provides Tier 1 and Tier 2 service desk support for Windows endpoints, Microsoft 365 applications, mobile devices, printers, peripherals, and approved business applications for office-based and remote users.
• Deploys, configures, maintains, patches, and troubleshoots desktops and laptops using Arora’s endpoint management and support tools, including ManageEngine Endpoint Central and related modules.
• Supports Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, Office applications, licensing, and common collaboration issues.
• Administers routine user identity and access tasks across Active Directory, Microsoft Entra ID, Microsoft 365, security groups, permissions, multi-factor authentication, and approved access workflows.
• Troubleshoots LAN, WAN, Wi-Fi, DNS, DHCP, TCP/IP, Cisco Meraki connectivity, and Cisco AnyConnect VPN issues, escalating infrastructure or security incidents when appropriate.
• Documents incidents, service requests, troubleshooting steps, and resolutions in the service desk ticketing system and maintains accurate asset, endpoint, and knowledge-base information.

Secondary Functions

• Performs user onboarding and offboarding support, equipment provisioning and recovery, software deployment, license coordination, technology refresh activities, and other related duties as assigned.

Needed Skills

• Intermediate to advanced knowledge of Windows 11 Professional, Windows Server 2019/2022, mobile devices, endpoint hardware, and modern enterprise desktop support.
• Proven experience in a service desk, help desk, desktop support, or other technical customer support role within a distributed business environment.
• Working administrative knowledge of Active Directory, Microsoft Entra ID, Microsoft 365, DNS, DHCP, Group Policy, Windows security, TCP/IP, wireless networking, and VPN technologies.
• Working knowledge of Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and Office desktop applications.
• Ability to troubleshoot Cisco Meraki network connectivity and Cisco AnyConnect VPN issues and recognize when an issue requires escalation to network or security engineering.
• Understanding of cloud-based IT operations and Microsoft Azure concepts sufficient to support users and escalate cloud-service issues effectively.
• Strong security awareness, including account protection, multi-factor authentication, phishing recognition, endpoint hygiene, least-privilege practices, and appropriate incident escalation.
• Ability to learn and support AEC, corporate, and emerging business applications. Experience with software packaging, licensing, or deployment is a plus.
• Ability to use scripting, automation, knowledge-management tools, and AI-enabled productivity tools responsibly to improve service quality and efficiency. PowerShell experience is a plus.
• Strong troubleshooting, analytical, documentation, and root-cause identification skills, with careful attention to detail and data accuracy.
• Excellent verbal, written, and interpersonal communication skills, with the ability to support employees, management, clients, and vendors at varying levels of technical proficiency.
• Ability to manage multiple priorities, work within established service expectations and deadlines, follow documented procedures, take direction, and exercise sound independent judgment.
• Ability to establish and maintain productive working relationships across a geographically distributed organization and collaborate effectively with internal IT teams and external service providers.
• Ability to sit and stand for extended periods and to safely lift, move, deploy, and recover computers and related equipment as necessary.